Job Description

The Chief Operating Officer (COO) reports directly to the Group CEO and is responsible for translating the Group’s strategic direction into clear, actionable plans and ensuring effective execution across the organisation. The role oversees day-to-day operations across multiple business units and markets, with a strong focus on sustainable growth, operational excellence, profitability and organisational performance. Key Responsibilities Translate the Board and Group CEO’s strategic vision into clear business plans, operating priorities, performance objectives and actionable initiatives across the organisation. Work closely with Country CEOs / Business Unit Heads to develop and execute market-specific strategies while ensuring alignment with the Group’s overall objectives and direction. Take overall responsibility for operational execution, ensuring business units consistently deliver against revenue, profitability, productivity and other agreed financial and operational targets. Monitor business performance through regular reviews of key performance indicators, financial results and operational metrics, identifying areas of underperformance and driving timely corrective actions. Drive revenue growth by identifying new business opportunities, improving customer acquisition strategies, strengthening existing customer relationships and developing initiatives to improve customer retention and lifetime value. Identify operational bottlenecks, inefficiencies and structural challenges across the organisation and develop practical solutions to improve productivity, service delivery and overall business performance. Establish, improve and enforce robust operating processes, policies and procedures to ensure consistency, accountability and scalability across the Group. Work closely with functional leaders across Finance, HR, Technology, Sales, Marketing and other corporate functions to ensure effective coordination and execution of business priorities. Review and optimise the organisation’s systems, technology and processes to improve workflow efficiency, data visibility, automation and scalability as the business grows. Lead initiatives to improve cost efficiency and resource utilisation while maintaining appropriate standards of quality, customer experience and operational effectiveness. Establish clear accountability across the organisation by setting appropriate KPIs, performance standards and reporting mechanisms for senior management and key operational teams. Work with senior leadership to identify opportunities for business expansion, new markets, new business lines, partnerships and other strategic growth initiatives. Ensure the organisation maintains appropriate governance, risk management, compliance and internal controls across its operations and markets. Anticipate operational and commercial risks, develop mitigation plans and ensure critical business issues are escalated and resolved promptly. Build a high-performance culture by ensuring the organisation attracts, develops, retains and motivates strong leadership and operational talent. Partner with the Group CEO and senior leadership team on organisational design, succession planning, leadership development and other strategic people initiatives. Foster strong collaboration between country teams and corporate functions, ensuring knowledge, resources and best practices are effectively shared across the Group. Lead organisational transformation and change initiatives, ensuring new strategies, processes, systems and operating models are effectively implemented and adopted. Provide the Group CEO and Board with regular updates on business performance, operational challenges, key risks, strategic initiatives and recommended actions. Take an active role in resolving complex business and operational issues, bringing together relevant stakeholders and driving decisions through to implementation. Champion the Group’s values, culture and operating standards, ensuring they are embedded consistently across all markets, teams and levels of the organisation. Continuously identify opportunities to improve the Group’s operating model, strengthen execution capabilities and build an organisation that can scale efficiently over the long term. Requirements Bachelor’s Degree in Business, Management, Finance, Economics or a related discipline . MBA or relevant postgraduate qualification is an advantage. 12–18+ years of relevant experience in operations, general management, strategy, commercial management or business leadership. Proven track record in driving revenue growth, profitability, operational efficiency and business performance . Strong experience managing P&L, budgets, KPIs and multi-functional / multi-market operations . Demonstrated ability to translate Group strategy into actionable plans and drive execution across business units. Strong experience in process improvement, business transformation, systems optimisation and organisational scaling . Proven leadership experience in building, developing and managing senior teams . Strong commercial, analytical and problem-solving capabilities, with the ability to make data-driven business decisions . Excellent stakeholder management, communication and leadership skills , with the ability to work closely with CEOs, Board members and senior management. Hands-on, commercially minded and execution-focused , with the ability to operate effectively in a fast-paced, growth-oriented environment.